Technical Support Centre

HOW IT WORKS

This guarantee is in addition to your statutory and other legal rights and is subject to the following conditions 

Parts and Finish 
All parts and finishes of Heritage Bathrooms products purchased from authorised Heritage Bathrooms sellers are guaranteed to the original consumer purchaser to be free from defects in materials and workmanship for the duration of home ownership where the product was originally installed. 

For commercial purchasers, the guarantee period is one year. †Commercial setting includes industrial, institutional, or business premises such as dormitories, hospitality locations (hotels, motels, or extended-stay facilities), airports, educational institutions, healthcare facilities (including hospitals, rehabilitation centres, nursing homes, assisted or staged-care living units), Landlords (including rented accommodation), public spaces, and common areas. 

What We Will Do 
During the applicable guarantee period, Heritage Bathrooms will repair, replace free of charge or refund — any part(s), or finish that is found to be defective in material or workmanship under normal installation, use, and service. 

Repair 
Our first step will be to send you the spare part needed to fix the issue.  

Replace 
If the required spare part isn’t available, we’ll replace your Heritage Bathrooms product free of charge with a new one of the same type and quality. If your original product is no longer manufactured, we’ll provide a replacement that’s as close as possible in quality and function. 

Refund 
If we’re unable to repair or replace the product, we’ll refund the original purchase price as shown on your proof of receipt. In some cases, we may ask for the original product to be returned, and we’ll arrange this at no cost to you. 

If your product is within its first year of guarantee, we’ll arrange for an engineer to carry out the repair or replacement at no cost, the installation must allow ready access to all products for the purpose of inspection, maintenance or replacement. 

What Is Not Covered (Lifetime Guarantee) 
Because Heritage Bathrooms cannot guarantee the quality of products sold by unauthorised sellers, this warranty does not apply to any Heritage Bathrooms products purchased from unauthorised sources, unless otherwise required by law. 

The guarantee does not cover damage or defects resulting from: 
• Incorrect installation 
• Repairs carried out using non-Heritage Bathrooms parts 
• Accidental damage or deliberate misuse 
• Corrosion caused by inappropriate cleaning products** 
• System debris, including limescale build-up (which can be prevented through regular servicing, maintenance, and cleaning) 
• Use of the product outside its intended purpose, or in outdoor environments unless specifically designated by Heritage Bathrooms for such use 
• Compensation for loss of product use or any consequential loss of any kind 
•
What You Must Do To Obtain Guarantee Service or Request Replacement parts 
To submit a guarantee claim or request replacement parts, please contact us by calling 0330 026 8503, or reach us via email enquire@heritagebathrooms.com or through our online channels. When submitting your claim, include the product model number (SKU code), Etch Code (Batch Code), the original purchase date, and proof of receipt by the original purchaser or their authorised representative (such as an installation contractor). 

**Heritage Bathrooms products are made from premium materials, with hand polishing and electroplated finishes. Your taps or shower should be regularly cleaned with warm water, a mild pH-neutral liquid soap, and polished with a soft cloth. Any residues from soap, toiletries etc. should be rinsed off straight after use. Household bleaches and cleaners contain harsh chemicals and may damage the surface finish. Avoid using abrasive cloths, scouring pads, scrub sponges, steel wool or anything similar. Some surfaces such as nickel and pewter may be affected by the dye found in some cloths, so it is also important to avoid hanging cloths.